Executive Summary

The collaboration between IT Enablers Global (ITEG) and MATW marks a notable transition towards heightened operational efficiency and enriched customer interaction. By harnessing the robust capabilities of Zoho’s advanced low-code application development platform (Zoho Creator), ITEG delivered a holistic solution. This solution not only tackled MATW’s operational hurdles but also established a framework for scalable and unified business operations.

Introduction

Muslims Around the World (MATW) Project is a non-profit organization based in Greenacre, New South Wales, Australia which is dedicated to fostering understanding, unity, and collaboration among Muslims globally. Founded on principles of inclusivity and mutual respect, MATW provides financial assistance and outreach to those in need across 30 countries. Every donation made to MATW goes directly to those most in need, thanks to their 100% donation policy. MATW Project serves as a platform for individuals from diverse Muslim communities to come together, share their stories, and work towards common goals.

MATW aims for sustainable change through a variety of initiatives, including cultural exchanges, humanitarian aid projects, educational outreach, media campaigns, and interfaith dialogue, MATW Project aims to break down barriers, challenge stereotypes, and build bridges of understanding and solidarity across cultural, ethnic, and geographical divides.

Problem Statement

MATW faced numerous operational hurdles that hindered its performance and customer satisfaction, including:

• Lack of donations pipeline and donor management
• Disjointed Handling of customer Inquiries from Various Sources
• Website Donations API-based integration
• Unstructured management of Social Media Platforms
• Insufficiently effective email strategies for nurturing donors
• Lack of organization-level reports and dashboards
• Digital donation receipts
• Necessity of an Application for Orphanage Administration
• Inadequate management of the product lifecycle for donations
• Deficiency in providing comprehensive reports and dashboards across the organization
• Donation products lack a centralized repository

Solution

• Donor Database: Maintain a comprehensive database containing donor profiles and donation details.
• Lifecycle Management: Track the entire lifecycle of each donation product, from initial contribution to utilization.
• Receipt Templates: Create donation receipt templates with download buttons for easy access by donors.
• Automated Email Receipts: Automatically send donation receipts via email upon donation confirmation.
• Website Integration: Integrate with the NGO’s website via APIs to record donations submitted through web forms.
• Product Database Management: Manage information related to all donation products.
• Orphans Management Application: Develop a specialized application for managing orphan-related initiatives.
• Customer Portals: Provide limited access to Field Implementation Partners through secure customer portals.
• Campaign Integration: Link the application with email marketing campaigns for effective outreach.
• Analytics Dashboards: Implement custom dashboards for data analysis and insights.

Implementation

The roadmap to operational transformation was thoroughly executed by ITEG, with the implementation of the Zoho software suite. The implementation phase featured:

• Zoho Creator:
  • Application to oversee the lifecycle of donors, products, and donations.
  • Integrating API with the website to capture donation submissions.
  • Field implementation partners portal creation for tracking donation utilization progress.
  • Application for orphan management.
  • Generating and sending donation receipts.
• Zoho Campaigns: Setting up an Email Marketing platform to manage and to execute targeted email marketing campaigns based on distinct segments.
• Zoho Social: Consolidating social media management into one interface, encompassing features such as post scheduling and direct messaging.
• Zoho Analytics: Creation of custom reports and dashboards for organization operations.
• Zoho Desk: Setting up ticket management software to effectively handle donor inquiries.

Result

The partnership between ITEG and the subsequent deployment of Zoho’s suite of applications resulted in a significant enhancement in operational efficiency and donor contentment for the client. Additionally, structured donation receipts and a unified email marketing platform improved donor communication. Moreover, the implementation of Zoho Social facilitated more cohesive management of social media platforms, enhancing online donor relationships and reinforcing MATW’s commitment to their 100% donation policy. This collaboration underscores how the use of integrated technology solutions can address operational difficulties and stimulate business expansion.